Open Research Support Intern

Job       Open Research Support Intern

Location:     Beijing, China

About Springer Nature Group

Springer Nature opens the doors to discovery for researchers, educators, clinicians and other professionals. Every day, around the globe, our imprints, books, journals, platforms and technology solutions reach millions of people. For over 180 years our brands and imprints have been a trusted source of knowledge to these communities and today, more than ever, we see it as our responsibility to ensure that fundamental knowledge can be found, verified, understood and used by our communities – enabling them to improve outcomes, make progress, and benefit the generations that follow.

About the role and Department

The Open Research Support Team supports authors with all customer service queries related to Open Access (OA) publishing, in close consultation with the Journal Editorial Office, Finance, Production teams and the Open Access Policy teams at Springer Nature. They work with stakeholders to assist with solutions to author queries - typically post-acceptance, supporting authors through the Open Access payment process, and dealing with policy, licensing and other payment queries. They are responsible for providing support throughout authors’ interactions with Springer Nature Open Access workflows, working with vendor teams to develop workflows and processes, and streamlining and developing the author experience. They are expected to develop a basic understanding of the peer review and publication process and to provide expert customer service to internal teams and external contacts concerning Open Access processes and workflows.

This is a 6-month internship position. The role fits between customer service, quality control and project support and requires an understanding of publishing processes, comfortable working in agile environments, and an adaptable mindset.

Responsibilities:
 

Author support

• Timely and professional response to author requests and dissatisfaction surveys
• Attend meetings and communicate updates to Springer Nature Customer Service (SNCS) teams
• Create and update knowledge base contents to allow customers to ‘self help’, and translate into local languages where applicable
• Other tasks based on team needs

Quality Control

• Create and improve reply templates to improve experiences
• Create new workflows and processes to improve quality
• Update satisfaction survey feedback to analyse pain points and identify opportunities for improvements self-service, automations and continuous improvement
• Other tasks based on team needs

Project Support

• Work with author service teams and stakeholders as appropriate
• Work on continuous improvement projects in line with the strategic direction of the team and department
• Data analysis and meeting presentations
• Other tasks based on team needs

Experience, Skills & Qualifications

• Understanding of the Open Access and academic publishing landscapes
• Data analysis skills (eg data visualization)
• Highly organised - e.g. able to schedule multiple priorities, stick to deadlines and manage time sufficiently
• Computer literate: Microsoft Suite, relevant project management tools (eg Planner) and similar
• Good communication skills (in English language)
• Identifies issues and uses own initiative to suggest solutions

• Displays empathy when supporting authors

At Springer Nature, we value the diversity of our teams and work to build an inclusive culture, where people are treated fairly and can bring their differences to work and thrive. We empower our colleagues and value their diverse perspectives as we strive to attract, nurture and develop the very best talent. Springer Nature was awarded Diversity Team of the Year at the 2022 British Diversity Awards. Find out more about our DEI work here https://group.springernature.com/gp/group/taking-responsibility/diversity-equity-inclusion

If you have any access needs related to disability, neurodivergence or a chronic condition, please contact us so we can make all necessary accommodation.

For more information about career opportunities in Springer Nature please visit https://springernature.wd3.myworkdayjobs.com/SpringerNatureCareers/

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